This is just a basic representation of a scorecard tracking KPI's throughout the Customer Services organization.

1. Global Co.
Customer Services
Month End Report

2. Customer Services
Dashboard
IP MPLS Network Availability 3 99.980% 99.997%
IP Network Availability was above Target again in .
Customer Problem MTTR (hours) 5 2.00 1.73
Mean Time To Repair achieved Target again this month.
Install Order % On Time 8 95% 95.54%
Performance nstall Order % On Time exceeded Target.
Global Call Abandon Rate 11 2.0% 3.7% This month's Call Abandon result suffered from several
NGCC issues including issues with conectivity.

3. IP MPLS Network Availability
Internal Problem Tickets - Isolated
(Target: 99.980%)
100.000
99.999
99.999
99.999
99.998
99.999
99.997
99.996
99.994
99.984
99.978
99.960
99.965
99.906
99.880
99.832
99.800
99.720
99.640
99.560
99.480
99.468
99.400
Ticket ->
Counts
5 7 35 88 56 60 30 35 4 2 4 7 3 7 4
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10

4. Network Availability By Service
Six-Month Trend
100.000%
99.900%
99.800%
99.700%
% Available
99.600%
99.500%
99.400%
99.300%
99.200%
99.100%
99.000%
ATM ITS/DIA Frame-Relay IP
Jun-10 99.995% 100.000% 99.990% 99.999%
Jul-10 99.990% 100.000% 99.993% 99.996%
Aug-10 99.965% 99.985% 100.000% 99.998%
Sep-10 99.883% 99.999% 99.997% 99.984%
Oct-10 99.991% 100.000% 99.997% 99.999%
Nov-10 100.000% 99.997% 99.998% 99.997%
Target 99.980% 99.980% 99.980% 99.980%

5. MTTR Trend for Network Services
"Out of Service" Customer Problem Tickets
5000 2.50
4000 2.00
MTTR In Hours
Ticket Count
3000 1.50
2000 1.00
1000 0.50
0 0.00
4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
Total Customer Tickets 4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348
MTTR In Hours 1.85 1.87 2.05 1.96 1.94 1.37 1.64 1.65 1.79 1.76 1.68 1.64 1.98 1.69 1.73
MTTR Target 3.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0 2.0

6. Outage Duration Trend for Network Services
"Out of Service" Customer Problem Tickets
6000 12.00
5000 10.00
Outage Duration In Hours
4000 8.00
Ticket Count
3000 6.00
2000 4.00
1000 2.00
0 0.00
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
Total Customer Tickets 4395 4229 3909 3511 4198 3315 4026 3552 3585 4023 3761 3733 3770 3277 3348
OD In Hours 9.22 7.67 7.77 7.49 7.34 6.45 7.86 7.63 7.62 8.37 7.36 8.65 7.90 7.97 8.82
OD Target 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50 9.50

7. Work Order Volume & % On Time Performance
Install & Non Install Orders
1200 100%
1100 95% Non Installs
Completed
1000 90%
900 85% Installs
Completed
800 80%
700 75% Non Install %
On Time
763
885
70%
813
600
787
724
723
808
684
% On Time for
625
500 65%
658
632
All Orders
616
614
590
579
400 60%
Install On
300 55% Time %
200 50%
Non-Install
233
209
Target 92%
196
188
176
179
170 45%
167
100
151
153
149
143
142
142
112
0 40% Install Target
996 933 989 975 801 730 851 758 739 902 1055 756 821 785 920 92%
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10

8. Work Order % On Time & Cycle Time Detail
November 2010
Install Work Orders Install Order Cycle Time
WOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) WOLI WO Group Grand Total Cycle Time (Days)
HQ1 5 105 110 95.45% HQ1 72 51
RAS 0 2 2 100.00% RAS 2 38
Grand Total 5 107 112 95.54% Grand Total 74 51
Non Install Work Orders Install Order Cycle Time
WOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) FOA Grand Total Cycle Time (Days)
HQ1 46 670 716 93.58% 1-5 Days 1 54
RAS 0 92 92 100.00% 11-20 Days 1 83
Grand Total 46 762 808 94.31% 21-30 Days 1 132
>30 Days 1 191
All Work Orders On Time 70 47
WOLI WO Group No Yes Grand Total % On Time % On Time Meter (95% Goal) Grand Total 74 51
HQ1 51 775 826 93.83%
RAS 0 94 94 100.00%
Grand Total 51 869 920 94.46%

9. Lateness Of Completed Install Orders
1-5 Days 6-10 Days 11-20 Days 21-30 Days Over 30 Days
10
8 2
3 3 1
# of Late Orders
6 6
1 1 3 1
4 4 2
0 2 2
3 3 1 1 1 3
2 0 0 2 0 0
1 1 1 1 1
0 0 2 2 2 0 2 0 2 0 0 0 0
1 1 1 1 1 1 1 1 1 1
0 0 0 0 0 0 0 0 0 0
8 8 2 9 5 9 6 2 4 3 2 2 1 4 5
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10

10. Created Work Order Volume By Action Type
1200
1000
# of Work Orders
800
600
400
200
0
971 938 822 749 710 866 994 890 832 800 1022 749 789 966 973
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
Unspecified 18 6 20 7 6 9 18 6 4 4 5 6 4 3 4
Delete 346 387 251 303 235 381 409 377 315 305 455 231 277 481 505
Update 282 258 247 219 184 224 308 298 219 227 210 195 165 189 193
Add 325 287 304 220 285 252 259 209 294 264 352 317 343 293 271
Trend 855 857 860 862 864 867 869 871 874 876 878 881 883 885 888

11. Global Calls Answered / Abandon Rate %
4800 8.0%
4200 7.0%
3600 6.0%
Number Of Calls
3000 5.0%
Abandon Rate %
2400 4.0%
1800 3.0%
1200 2.0%
600 1.0%
0 0.0%
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10
No. of calls 4238 4073 3534 3855 1721 1940 2433 2016 2083 2135 2236 2090 2397 2156 2206
Aban. Rate 3.0% 3.3% 2.6% 2.5% 1.7% 1.3% 3.2% 2.4% 3.3% 5.4% 5.0% 5.4% 2.9% 3.8% 3.7%
Abandon Rate Goal 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

12. Closed Ticket Statistics By Product November 2010
All Closed Tickets Assigned
All Closed Tickets 1st Level To GTS (2nd Level)
QUAL 1 (blank) QUAL 1 (Multiple Items)
QUAL 3 (All) QUAL 3 (All)
Count of Ticket # Count of Ticket #
Product Group Total Product Group Total
atm 60 atm 1
frame relay 324 frame relay 5
global connect 3 global connect 2
internal systems 6 internal systems 1
internet 35 internet 5
internet transit services 1 ip 379
ip 7524 messaging 3
messaging 20 mms 7
mms 121 other 5
other 118 perspexion 8
perspexion 20 security services 12
security services 46 wras 5
wras 6 mobile data services 2
mobile data services 12 mms bt voice 1
x.25 7 sitewise 1
mms bt voice 1 Grand Total 437
Grand Total 8304
5.3% To 2nd Level

13. Closed Tickets by Priority
14000 96.7%
12000 96.2%
10000 95.7%
Ticket Count
8000 95.2%
6000 94.7%
4000 94.2%
2000 93.7%
0 93.2%
12230 12000 11730 9742 11531 9380 11164 9874 9531 10166 9807 9334 9622 8909 8741
Sep- Oct-09 Nov- Dec- Jan-10 Feb- Mar- Apr- May- Jun-10 Jul-10 Aug- Sep- Oct-10 Nov-
09 09 09 10 10 10 10 10 10 10
Information Only 6223 6099 6370 4810 6053 4699 5636 4871 4500 4492 4366 3988 4183 3755 3971
Out of Service 4431 4368 3927 3581 4286 3410 4144 3626 3603 4107 3857 3897 3908 3512 3400
Impacted 1576 1533 1433 1351 1192 1271 1384 1377 1428 1567 1584 1449 1531 1642 1370
Resolved @ 1st Lvl 94.1% 95.2% 95.6% 95.0% 96.6% 95.8% 95.6% 93.2% 94.6% 95.6% 95.9% 95.8% 95.7% 95.6% 94.7%

14. Regional Statistics
By Country

15. Asia Pacific - Install Work Order % On Time & CT Performance
WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)
Australia 0 1 1 100.00% 14
China 0 6 6 100.00% 53
Hong Kong 0 4 4 100.00% 25
India 0 3 3 100.00% 12
Indonesia 0 2 2 100.00% 78
Japan 0 1 1 100.00% 53
Philippines 0 2 2 100.00% 48
Singapore 1 1 2 50.00% 70
Taiwan, Province of China 0 1 1 100.00% 48
Grand Total 1 21 22 95.45% 45

16. Asia Pacific - Global MTTR Performance
Assigned to Region Asia Pacific Assigned to Region Asia Pacific
Priority Out of Service Priority Impacted
Ticket Type Customer Problem Ticket Type Customer Problem
Assigned to Country Data Total Assigned to Country Data Total
australia Count of Ticket # 67 australia Count of Ticket # 31
Average of TTR In Hours 1.01 Average of TTR In Hours 16.20
Average of OD In Hours 5.35 Average of OD In Hours 13.14
china Count of Ticket # 40 china Count of Ticket # 40
Average of TTR In Hours 1.35 Average of TTR In Hours 35.88
Average of OD In Hours 7.90 Average of OD In Hours 27.29
hong kong Count of Ticket # 15 hong kong Count of Ticket # 8
Average of TTR In Hours 0.84 Average of TTR In Hours 10.90
Average of OD In Hours 0.89 Average of OD In Hours 52.39
india Count of Ticket # 372 india Count of Ticket # 77
Average of TTR In Hours 1.76 Average of TTR In Hours 232.54
Average of OD In Hours 17.66 Average of OD In Hours 229.19
indonesia Count of Ticket # 15 indonesia Count of Ticket # 3
Average of TTR In Hours 1.66 Average of TTR In Hours 2.94
Average of OD In Hours 14.20 Average of OD In Hours 46.70
japan Count of Ticket # 49 japan Count of Ticket # 33
Average of TTR In Hours 0.78 Average of TTR In Hours 55.20
Average of OD In Hours 10.35 Average of OD In Hours 116.05
korea Count of Ticket # 7 korea Count of Ticket # 3
Average of TTR In Hours 0.74 Average of TTR In Hours 529.97
Average of OD In Hours 3.58 Average of OD In Hours 543.09
malaysia Count of Ticket # 22 malaysia Count of Ticket # 7
Average of TTR In Hours 3.67 Average of TTR In Hours 20.99
Average of OD In Hours 7.38 Average of OD In Hours 50.17
pakistan Count of Ticket # 29 pakistan Count of Ticket # 21
Average of TTR In Hours 1.99 Average of TTR In Hours 5.29
Average of OD In Hours 13.30 Average of OD In Hours 18.91
Philippines Count of Ticket # 24 Philippines Count of Ticket # 10
Average of TTR In Hours 1.67 Average of TTR In Hours 8.83
Average of OD In Hours 7.04 Average of OD In Hours 83.58
singapore Count of Ticket # 28 singapore Count of Ticket # 6
Average of TTR In Hours 0.86 Average of TTR In Hours 4.24
Average of OD In Hours 1.22 Average of OD In Hours 64.73
sri lanka Count of Ticket # 6 sri lanka Count of Ticket # 2
Average of TTR In Hours 2.21 Average of TTR In Hours 3.45
Average of OD In Hours 44.69 Average of OD In Hours 40.29
taiwan Count of Ticket # 23 taiwan Count of Ticket # 9
Average of TTR In Hours 0.83 Average of TTR In Hours 3.40
Average of OD In Hours 0.99 Average of OD In Hours 111.08
thailand Count of Ticket # 14 thailand Count of Ticket # 19
Average of TTR In Hours 1.27 Average of TTR In Hours 2.95
Average of OD In Hours 1.94 Average of OD In Hours 74.97
us igc - ap sales Count of Ticket # 1 Total Count of Ticket # 269
Average of TTR In Hours 10.08 Total Average of TTR In Hours 88.53
Average of OD In Hours 85.32 Total Average of OD In Hours 110.19
Total Count of Ticket # 712
Total Average of TTR In Hours 1.57
Total Average of OD In Hours 12.86

17. EMEA - Install Work Order % On Time & CT Performance
WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)
Belgium 0 1 1 100.00%
Denmark 0 1 1 100.00%
Egypt 0 2 2 100.00% 13
Finland 0 1 1 100.00% 24
France 0 2 2 100.00% 54
Germany 0 5 5 100.00% 41
Greece 0 5 5 100.00% 117
Ireland 0 1 1 100.00%
Italy 0 4 4 100.00% 35
Netherlands 2 7 9 77.78% 53
Norway 0 1 1 100.00%
Russian Federation 0 2 2 100.00% 137
South Africa 0 1 1 100.00%
Spain 0 1 1 100.00% 76
Sweden 0 3 3 100.00% 22
Switzerland 0 1 1 100.00% 51
Turkey 0 1 1 100.00% 58
United Arab Emirates 0 2 2 100.00%
United Kingdom 0 9 9 100.00% 46
Grand Total 2 50 52 96.15% 54

18. EMEA - Global MTTR
Assigned to Region EMEA Assigned to Region EMEA lithuania Count of Ticket # 5 netherlands Count of Ticket # 32
Priority Out of Service Priority Impacted Average of TTR In Hours 1.04 Average of TTR In Hours 22.74
Ticket Type Customer Problem Ticket Type Customer Problem Average of OD In Hours 5.88 Average of OD In Hours 62.67
luxembourg Count of Ticket # 9 poland Count of Ticket # 6
Assigned to Country Data Total Assigned to Country Data Total Average of TTR In Hours 4.84 Average of TTR In Hours 230.67
austria Count of Ticket # 26 austria Count of Ticket # 2 Average of OD In Hours 7.60 Average of OD In Hours 309.44
Average of TTR In Hours 1.61 Average of TTR In Hours 0.27 netherlands Count of Ticket # 83 portugal Count of Ticket # 16
Average of OD In Hours 1.25 Average of OD In Hours 0.27 Average of TTR In Hours 0.88 Average of TTR In Hours 4.11
belgium Count of Ticket # 69 belgium Count of Ticket # 6 Average of OD In Hours 3.79 Average of OD In Hours 4.35
Average of TTR In Hours 0.81 Average of TTR In Hours 4.34 poland Count of Ticket # 19 romania Count of Ticket # 1
Average of OD In Hours 4.17 Average of OD In Hours 182.36 Average of TTR In Hours 1.14 Average of TTR In Hours 0.20
czech republic Count of Ticket # 32 czech republic Count of Ticket # 1
Average of OD In Hours 3.89 Average of OD In Hours 0.16
Average of TTR In Hours 0.83 Average of TTR In Hours 1.39
portugal Count of Ticket # 38 russia Count of Ticket # 15
Average of OD In Hours 5.51 Average of OD In Hours 168.00
Average of TTR In Hours 1.98 Average of TTR In Hours 2.30
denmark Count of Ticket # 14 denmark Count of Ticket # 4
Average of OD In Hours 7.12 Average of OD In Hours 9.08
Average of TTR In Hours 1.92 Average of TTR In Hours 33.37
romania Count of Ticket # 29 south africa Count of Ticket # 8
Average of OD In Hours 1.85 Average of OD In Hours 287.45
Average of TTR In Hours 5.68 Average of TTR In Hours 9.72
egypt Count of Ticket # 42 egypt Count of Ticket # 13
Average of OD In Hours 7.73 Average of OD In Hours 24.10
Average of TTR In Hours 0.71 Average of TTR In Hours 199.11
russia Count of Ticket # 33 spain Count of Ticket # 16
Average of OD In Hours 7.65 Average of OD In Hours 71.38
estonia Count of Ticket # 2 finland Count of Ticket # 11
Average of TTR In Hours 2.25 Average of TTR In Hours 23.21
Average of TTR In Hours 0.29 Average of TTR In Hours 111.20 Average of OD In Hours 9.04 Average of OD In Hours 87.65
Average of OD In Hours 0.36 Average of OD In Hours 80.53 south africa Count of Ticket # 35 sweden Count of Ticket # 15
finland Count of Ticket # 15 france Count of Ticket # 58 Average of TTR In Hours 1.66 Average of TTR In Hours 7.74
Average of TTR In Hours 2.24 Average of TTR In Hours 49.25 Average of OD In Hours 4.50 Average of OD In Hours 24.28
Average of OD In Hours 8.14 Average of OD In Hours 85.31 spain Count of Ticket # 136 switzerland Count of Ticket # 64
france Count of Ticket # 90 germany Count of Ticket # 38 Average of TTR In Hours 2.11 Average of TTR In Hours 8.80
Average of TTR In Hours 1.17 Average of TTR In Hours 9.66 Average of OD In Hours 5.61 Average of OD In Hours 80.97
Average of OD In Hours 6.07 Average of OD In Hours 14.88 sweden Count of Ticket # 34 turkey Count of Ticket # 15
germany Count of Ticket # 127 greece Count of Ticket # 8 Average of TTR In Hours 1.87 Average of TTR In Hours 0.72
Average of TTR In Hours 1.11 Average of TTR In Hours 37.39 Average of OD In Hours 8.22 Average of OD In Hours 1.91
Average of OD In Hours 2.70 Average of OD In Hours 34.74 switzerland Count of Ticket # 38 ukraine Count of Ticket # 1
greece Count of Ticket # 21 hungary Count of Ticket # 17 Average of TTR In Hours 0.70 Average of TTR In Hours 0.66
Average of TTR In Hours 2.68 Average of TTR In Hours 15.68 Average of OD In Hours 1.03 Average of OD In Hours 0.27
Average of OD In Hours 5.81 Average of OD In Hours 38.24 turkey Count of Ticket # 23 united kingdom Count of Ticket # 83
hungary Count of Ticket # 59 ireland Count of Ticket # 1 Average of TTR In Hours 0.57 Average of TTR In Hours 22.76
Average of TTR In Hours 1.88 Average of TTR In Hours 6.09 Average of OD In Hours 2.19 Average of OD In Hours 43.32
Average of OD In Hours 4.15 Average of OD In Hours 29.45 ukraine Count of Ticket # 4 us igc - emea sales Count of Ticket # 2
ireland Count of Ticket # 9 israel Count of Ticket # 6 Average of TTR In Hours 1.98 Average of TTR In Hours 399.82
Average of TTR In Hours 0.73 Average of TTR In Hours 335.58 Average of OD In Hours 72.71 Average of OD In Hours 700.29
Average of OD In Hours 7.72 Average of OD In Hours 228.32 united kingdom Count of Ticket # 89 Total Count of Ticket # 524
israel Count of Ticket # 20 italy Count of Ticket # 83 Average of TTR In Hours 2.96 Total Average of TTR In Hours 33.17
Average of TTR In Hours 4.77 Average of TTR In Hours 18.72 Average of OD In Hours 8.98 Total Average of OD In Hours 62.89
Average of OD In Hours 10.25 Average of OD In Hours 55.98 saudi arabia Count of Ticket # 1
italy Count of Ticket # 122 Latvia Count of Ticket # 1 Average of TTR In Hours 0.67
Average of TTR In Hours 1.19 Average of TTR In Hours 1.83 Average of OD In Hours 0.25
Average of OD In Hours 9.56 Average of OD In Hours 0.91 Total Count of Ticket # 1228
Latvia Count of Ticket # 4 luxembourg Count of Ticket # 1 Total Average of TTR In Hours 1.68
Average of TTR In Hours 0.89 Average of TTR In Hours 0.94 Total Average of OD In Hours 5.97
Average of OD In Hours 1.08 Average of OD In Hours 3.78

19. Latin America & Canada - Install Work Order % On Time & CT Performance
WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)
Brazil 1 7 8 87.50% 92
Canada 0 2 2 100.00% 48
Colombia 0 1 1 100.00% 174
Venezuela 0 3 3 100.00% 7
Grand Total 1 13 14 92.86% 79

20. Latin America & Canada - Global MTTR Performance
Assigned to Region Latin America & Canada Assigned to Region Latin America & Canada
Priority Out of Service Priority Impacted
Ticket Type Customer Problem Ticket Type Customer Problem
Assigned to Country Data Total Assigned to Country Data Total
argentina Count of Ticket # 50 argentina Count of Ticket # 12
Average of TTR In Hours 1.30 Average of TTR In Hours 14.71
Average of OD In Hours 5.18 Average of OD In Hours 36.16
bolivia Count of Ticket # 1 brazil Count of Ticket # 57
Average of TTR In Hours 3.08 Average of TTR In Hours 5.76
Average of OD In Hours 5.48 Average of OD In Hours 66.73
brazil Count of Ticket # 310 canada Count of Ticket # 9
Average of TTR In Hours 1.29 Average of TTR In Hours 3.22
Average of OD In Hours 6.83 Average of OD In Hours 27.54
canada Count of Ticket # 40 chile Count of Ticket # 4
Average of TTR In Hours 2.60 Average of TTR In Hours 6.24
Average of OD In Hours 43.48 Average of OD In Hours 88.99
chile Count of Ticket # 42 colombia Count of Ticket # 11
Average of TTR In Hours 1.31 Average of TTR In Hours 1.28
Average of OD In Hours 18.55 Average of OD In Hours 14.60
colombia Count of Ticket # 27 costa rica Count of Ticket # 25
Average of TTR In Hours 2.48 Average of TTR In Hours 78.84
Average of OD In Hours 5.90 Average of OD In Hours 133.05
costa rica Count of Ticket # 12 ecuador Count of Ticket # 16
Average of TTR In Hours 0.59 Average of TTR In Hours 16.95
Average of OD In Hours 0.37 Average of OD In Hours 15.06
ecuador Count of Ticket # 14 mexico Count of Ticket # 23
Average of TTR In Hours 3.26 Average of TTR In Hours 28.32
Average of OD In Hours 5.28 Average of OD In Hours 113.79
mexico Count of Ticket # 81 peru Count of Ticket # 1
Average of TTR In Hours 2.20 Average of TTR In Hours 1.05
Average of OD In Hours 5.02 Average of OD In Hours 0.42
peru Count of Ticket # 8 puerto rico Count of Ticket # 7
Average of TTR In Hours 1.59 Average of TTR In Hours 60.56
Average of OD In Hours 1.09 Average of OD In Hours 41.20
puerto rico Count of Ticket # 4 venezuela Count of Ticket # 11
Average of TTR In Hours 0.29 Average of TTR In Hours 72.82
Average of OD In Hours 0.31 Average of OD In Hours 97.69
venezuela Count of Ticket # 141 Total Count of Ticket # 176
Average of TTR In Hours 1.29 Total Average of TTR In Hours 26.66
Average of OD In Hours 9.90 Total Average of OD In Hours 71.31
uruguay Count of Ticket # 1
Average of TTR In Hours 1.31
Average of OD In Hours 0.87
Total Count of Ticket # 731
Total Average of TTR In Hours 1.53
Total Average of OD In Hours 9.51

21. United States - Install Work Order % On Time & CT Performance
WOLI Install Country No Yes Grand Total % On Time Cycle Time (Days) % On Time Meter (95% Goal)
United States 1 7 8 87.50% 48
Grand Total 1 7 8 87.50% 48

22. United States - Global MTTR Performance
Assigned to Region United States Assigned to Region United States
Priority Out of Service Priority Impacted
Ticket Type Customer Problem Ticket Type Customer Problem
Assigned to Country Data Total Assigned to Country Data Total
Help Desk Atlanta Count of Ticket # 1 us igc - americas sales Count of Ticket # 1
Average of TTR In Hours 0.13 Average of TTR In Hours 5.53
Average of OD In Hours 0.21 Average of OD In Hours 3.75
Help Desk IUSA Count of Ticket # 1 usa - atlanta Count of Ticket # 16
Average of TTR In Hours 0.06 Average of TTR In Hours 22.27
Average of OD In Hours 0.05 Average of OD In Hours 88.38
usa - atlanta Count of Ticket # 49 usa - beltsville Count of Ticket # 8
Average of TTR In Hours 1.07 Average of TTR In Hours 12.65
Average of OD In Hours 15.51 Average of OD In Hours 185.56
usa - beltsville Count of Ticket # 25 usa - dallas Count of Ticket # 4
Average of TTR In Hours 2.15 Average of TTR In Hours 14.90
Average of OD In Hours 21.80 Average of OD In Hours 79.10
usa - dallas Count of Ticket # 47 usa - houston Count of Ticket # 4
Average of TTR In Hours 2.35 Average of TTR In Hours 44.84
Average of OD In Hours 7.64 Average of OD In Hours 169.92
usa - houston Count of Ticket # 12 usa - jersey city Count of Ticket # 10
Average of TTR In Hours 4.62 Average of TTR In Hours 2.22
Average of OD In Hours 19.77 Average of OD In Hours 83.32
usa - jersey city Count of Ticket # 33 usa - los angeles Count of Ticket # 14
Average of TTR In Hours 2.44 Average of TTR In Hours 32.20
Average of OD In Hours 4.37 Average of OD In Hours 59.51
usa - los angeles Count of Ticket # 56 usa - manhattan Count of Ticket # 14
Average of TTR In Hours 0.40 Average of TTR In Hours 44.98
Average of OD In Hours 4.49 Average of OD In Hours 98.92
usa - manhattan Count of Ticket # 42 usa - oakbrook Count of Ticket # 15
Average of TTR In Hours 3.23 Average of TTR In Hours 28.81
Average of OD In Hours 5.99 Average of OD In Hours 177.33
usa - oakbrook Count of Ticket # 87 usa - san francisco Count of Ticket # 1
Average of TTR In Hours 4.01 Average of TTR In Hours 0.46
Average of OD In Hours 10.59 Average of OD In Hours 0.05
usa - san francisco Count of Ticket # 17 usa - seattle Count of Ticket # 1
Average of TTR In Hours 1.32 Average of TTR In Hours 25.42
Average of OD In Hours 25.07 Average of OD In Hours 123.07
usa - seattle Count of Ticket # 8 usa - boston Count of Ticket # 1
Average of TTR In Hours 0.45 Average of TTR In Hours 0.56
Average of OD In Hours 2.34 Average of OD In Hours 0.88
usa - boston Count of Ticket # 17 Help Desk Atlanta Count of Ticket # 2
Average of TTR In Hours 0.66 Average of TTR In Hours 78.07
Average of OD In Hours 2.22 Average of OD In Hours 224.70
usa - miami Count of Ticket # 4 Total Count of Ticket # 91
Average of TTR In Hours 1.28 Total Average of TTR In Hours 26.59
Average of OD In Hours 4.77 Total Average of OD In Hours 111.90
Total Count of Ticket # 399
Total Average of TTR In Hours 2.26
Total Average of OD In Hours 9.96